Have you ever wondered what it would be like if we could talk to brands and companies the same way we talk to friends? If we could send them text messages, audio, video, images, emojis, stickers, and even GIFs? And what if they responded instantly, in a personalized, friendly, and efficient way?
Yes, this is already possible thanks to smart contacts, a new form of interaction between customers and companies that uses artificial intelligence to create incredible and scalable experiences.
But what are smart contacts? How do they work? And what are the advantages of using them? Find the answers to these questions and more throughout this article. Let's go!
What are smart contacts?
Smart contacts are an evolution of the simple "robotization of conversations"Similar to chatbots, intelligent contacts are not dependent on a specific platform (e.g., a website, an app, or a social network), and are increasingly able to interact more naturally and fluidly with their users.
Smart contacts are capable of:
- Integrate with various communication channels, such as WhatsApp, Telegram, Facebook Messenger, SMS, email, and even telephone, allowing the user to choose their preferred method of contacting the company.
- Using advanced techniques in natural language processing, machine learning, and data analysis to better understand user intentions, needs, and preferences, and to offer more accurate, relevant, and satisfactory responses.
- Create your own personality, with a name, tone of voice, writing style, and even an avatar, to make the conversation more natural, pleasant, and engaging.
How do smart contacts work?
In general, the flow of a conversation with an intelligent contact is as follows:
- The user initiates contact with the company through their preferred channel, sending a text message, voice message, or other type of content.
- The smart contact receives the message and analyzes it, using artificial intelligence algorithms to identify the subject, the objective, and the user's sentiment.
- Intelligent contact consults a knowledge base, which contains information about the company, its products, services, policies, and business rules, to find the best answer for the user.
- The smart contact sends the response to the user, using language appropriate to the channel, context, and personality of the smart contact, and also including multimedia elements such as images, videos, links, buttons, and menus to enrich the user experience.
- The user receives the response and can continue the conversation, asking new questions, requesting actions, or giving feedback, until their problem is resolved or their interest is met.
- The smart contact system records and monitors the entire conversation, generating data and metrics that can be used to evaluate user performance, satisfaction, and loyalty, as well as to continuously improve the smart contact system.
What are the advantages of smart contacts?
Intelligent contact methods offer several benefits for both businesses and customers, such as:
Cost reduction: It allows you to automate customer service, reducing the need to hire, train, and manage human teams, and also saving time, resources, and infrastructure.
Increased productivity: It can serve an unlimited number of users simultaneously, 24 hours a day, 7 days a week, without losing quality, speed, and consistency of service.
Improved experience: It provides a more convenient, personalized, and interactive experience for the user, who can communicate with the company in their preferred way, receive accurate and relevant answers, and feel more valued and satisfied.
Value creation: It can generate more value for the company by increasing conversion, retention, and customer referrals, as well as creating new business opportunities, innovation, and competitive differentiation.
Smart contacts are more than just automation.They represent a new form of interaction between customers and companies, which uses artificial intelligence to create natural, pleasant, and efficient conversations that generate greater satisfaction, loyalty, and value.
Do you want to offer personalized, agile, and efficient customer service using communication channels? Then discover Matrix Go's Chatbots & AI – the automation platform that allows you to create intelligent contacts and conversations that adapt to your customers' needs and preferences.
THE Matrix Go It is the company that offers the best solutions in digital communication and artificial intelligence applied to communication and customer relationship management. Speak with our consultants. Discover how smart contacts can strengthen your relationship with your customers!
